Isn’t it really sad that employees in some companies aren’t allowed to solve the customers’ problems? In Sweden, the major telecom operators are notorious in this regard, in my personal experience.
What is it like in your company? Is everyone allowed to and capable of really helping your customers?
“In addition to encouraging creativity, bossless environments also increase efficiency, according to Stephen Courtright, a management professor at Texas A&M’s Mays Business School. He cites the example of Southwest Airlines, which allows baggage clerks the freedom to decide how to solve a customer’s complaint on the spot, without having to say, “‘Wait while I consult my boss.'”
Going Boss-free: Utopia or ‘Lord of the Flies’? – Knowledge@Wharton.